Welcome to community-powered Commerce

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Sameer Patel  -  
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The need for customer engagement is clear. They buy more: “Fully engaged customers represent an average 23% premium in terms of share of wallet, profitability, revenue and relationship growth.” (Gallup) They expect it: “70-90% of the buyers journey is complete prior to engaging a vendor.” (Forrester Research) And they need it: “45% of buyers require person-to-person contact […]

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What modern CRM looks like in a natively-digital world

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Sameer Patel  -  
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Natively-digital businesses are here and they are disrupting the most fundamental industries that we have come to know over the last 200 years. Consider some of these examples from a previous post: Travelocity changed how we purchase a hotel room. AirBnB is changing the very definition of a hotel room altogether. Taxi Medallions have been […]

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Why Facebook entering the world of work is an advertising goldmine. #facebookatwork

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Sameer Patel  -  
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So, Ingrid Lunden at TechCrunch announced that Facebook has finally entered the world of work. As far as the consumer market goes, think about it: Facebook is worth 212 billion dollars by having a strong hold on our actions, interests, and preferences from 5pm to 9am and some fraction of your work day. If only it could […]

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The Emerging Networks of Record

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The distinction between Geoffrey Moore’s Systems of Record and Systems of Engagement concepts is a hot topic amongst organizational leaders today. A quick primer, courtesy Wikipedia: Whilst a system of record (SOR) is the authoritative data source for a given data element (e.g. CRM, ERP and Supply Chain Management), systems of engagement (SOE) “focus on people, not processes”. Texting, Twitter, […]

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Digital chefs in the CEO’s kitchen

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Every time we let a new category of software run up the hype curve, we declare the need for another C-level Executive. Here are a few: ·      1990’s: Knowledge Management – Chief Knowledge Officer ·      2000’s: Innovation – Chief Innovation Officer ·      2010’s: Social Business – Chief Social Business Officer The assertion was super compelling for each of […]

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Social Media: Is the juice worth the squeeze?

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Sameer Patel  -  
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Nora Aufreiter, Julien Boudet and Vivian Weng at McKinsey and Co. have published some excellent research on the current state of consumer email that came my way via my old pal and newly minted colleague, Maggie Fox. Just as Altimeter Research founder Charlene Li’s work on internal social technology usage showed less than what you might […]

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From Social CRM to Network-first CRM

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Sameer Patel  -  
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I sent a tweet to Hootsuite yesterday to ask how I could make some changes to my default settings. The support rep was extremely helpful and resolved my issue right away. Then this morning I get an email with a sales proposition with these choice value propositions. “I hope you don´t mind I write an […]

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